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Types of Customer Relationship Management

CRM, or customer relationship management, is a systemic strategy that helps businesses manage relationships and interactions with current and prospective clients.  It involves coordinating, automating, and organising sales, marketing, customer support, and technical support procedures using technology. 

What is CRM?

CRM refers to customer relationship management. Businesses use it as a technique to handle communications and connections with both current and new clients. CRM uses technology to synchronise, automate, and arrange processes related to marketing, sales, customer service, and technical support. 

It helps businesses comprehend their customers’ needs, identify their preferences and create goods and services to satisfy their requirements. Understanding the behaviour and preferences of clients requires collecting data from a range of interfaces, including social media, email, phone calls, and business websites.

CRM aims to strengthen bonds with clients, raise client satisfaction levels, and ultimately encourage business growth. In this article, we will explore the various types of CRM.

Types of CRM

Let’s look at the different types of CRM systems and how they address various demands and requirements of businesses.

Operational CRM

The automation and improvement of customer-facing processes is the primary goal of operational customer relationship management, a crucial component of contemporary business strategies. These cover a wide range of tasks, from service automation to marketing automation to sales automation. 

Businesses want to ensure efficiency and effectiveness in every customer interaction by streamlining their daily operations through the implementation of operational CRM. The personalised aspect of CRM is essential for teams to be able to provide customers with individualised experiences, attending to their unique requirements and preferences with accuracy and consideration.

Analytical CRM

In established organisations, analytical CRM (customer relationship management) is at the top of data-driven decision-making. It requires carefully analysing consumer data to gain helpful information about their behaviours, preferences, and patterns. By using advanced data analytics and comprehensive reporting capabilities, companies can acquire an extensive knowledge of their customers. 

Companies are better able to make decisions, identify growth opportunities, and adjust their marketing and sales tactics as a result of this more profound understanding. Essentially, in today’s competitive market, analytical CRM is a crucial component of business development and strategic planning.

Collaborative CRM

Collaborative Customer Relationship Management (CRM) emphasises how important it is to encourage communication and collaboration among different departments in a company. Collaborative CRM, as opposed to conventional separate methods, fosters cooperation between teams and guarantees a consistent and flawless customer experience. 

Collaborative CRM removes difficulties and allows a comprehensive approach to customer interactions by combining various methods of communication and enabling the sharing of relevant information. This collaborative approach leads to higher levels of customer satisfaction and loyalty while improving workplace productivity.

Strategic CRM

A proactive strategy focusing on building long-term relationships with customers and coordinating business operations with their strategies is called strategic CRM. Strategic CRM views the more comprehensive picture and seeks to build a sustainable competitive advantage through a customer-centric approach, compared to operational CRM, which deals with daily interactions.

Segmentation is one of the fundamental components of strategic CRM. Businesses can offer personalised experiences and focused marketing campaigns by dividing their customer base according to variables like demographics, behaviour, and past purchases. 

Cloud-Based CRM

Cloud-based CRM solutions do not require physical hardware or software installations because they are hosted on remote servers and accessed via the Internet. Because updates are automatically deployed by the provider without the user’s manual intervention, this lowers upfront costs and simplifies maintenance and updates.

Scalability is a significant benefit of cloud-based CRM systems. Companies can make small initial investments in hardware or software licenses to scale their CRM solutions up or down in response to changing needs and requirements. Small and medium-sized businesses (SMBs) that lack the resources or knowledge to operate traditional CRM systems are especially well-suited for cloud-based CRM.

Mobility in CRM

As smartphones and tablets become more and more common, mobile CRM helps companies manage relationships and stay in touch with customers on the go, which boosts customer satisfaction and productivity and eventually boosts sales. Mobile CRM integrates traditional CRM features with mobile devices, enabling users to access and update customer data, manage tasks, and perform other operations.

Sales teams may view sales opportunities, retrieve customer data, and track interactions while meeting with clients or attending events with greater agility and responsiveness due to this mobility. 

An essential component of mobile CRM is integration. Mobile CRM facilitates collaboration and optimises workflows by integrating seamlessly with other mobile apps and device features like email, calendar, and GPS.

Open-Source CRM

Open-source CRM software is highly flexible and scalable because it grants users the ability to access and edit the source code to fit their particular demands and tastes, as opposed to personal CRM software, which has fixed features and limitations. 

Open-source CRM software offers the essential features required to manage customer relationships, including contact management, lead tracking, sales forecasting, and customer support. The flexibility of open-source CRM is one of its main benefits.


In conclusion, CRM is essential to modern business because it helps enterprises improve customer satisfaction, build closer relationships with them, and boost further development. Effective use of CRM tools and techniques can grant companies a distinct advantage in the marketplace, increase productivity, and lead to successful outcomes over time.


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